innisart's profile

Regular Visitor

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3 Messages

Fri, Jan 22, 2021 8:00 AM

Tried online and in person, but no one knows how to add unlimited data to my plan

I am one of the many Xfinity customers in the northeast who will be impacted by the implementation of the 1.2 TB data cap on my service.  I have three children who are 100% virtual in their education.  There is an avid gamer in my house.  My wife needs to watch videos online for her job, and she also teaches via Zoom.  I have an online job.  Between all of our needs, we have more than a dozen items connected to the internet at any one time.  Currently, we use Xfinity's Extreme Pro Internet service (with speeds up to 400Mbps).  Though I am unhappy with the new data cap, I have been content with the service up until now.

 

With the announcement of the cap, I decided to pay the extra $30 per month to have unlimited service.  We routinely go above 1.2 TB per month, so it seemed the logical decision to make rather than tilting at the corporate windmills.  However, when I went to add the $30 data cap removal to my plan, there was no easy way to apply it to my plan.  I followed link after link and found quotes about the option, but no actual links that would facilitate its implementation.  I tried to upgrade my plan, but all of the services being recommended to me by AI were for tiers lower than I already have.  In fact, after indicating the number of connected devices I have, the service I was suggested was for 100Mbps.  I then sought help from the chat bot, but that just brought me in circles.  After requesting a representative through the bot, I was linked to a live person.  She agreed that what I wanted could be added to my account, and she then excused herself to look over my account.  She never returned.  I sat with an open chat for 30 minutes before I finally closed it myself.  I then took a deep dive in these forums.  I found a post where a gentleman provided links to pages he tried which he had hoped would work, but ultimately failed for him.  I tried the links myself, and they now seemed active.  One brought me to a shopping cart with the data cap removal charge added to my account.  It felt odd, however, as there had been no previous pages asking for my account information or offering me plan options.  I backed out of the page and revisited it several times.  I was directed there from a Comcast page, the cart was secure, and the license for the website was current.  I decided to agree to the plan change and afterwards I was given an order number and was told I would receive a confirmation via email shortly (my correct email - which I had not submitted - was listed on the order).  I have not received the email and it has been 4 days.  Instead I received a phone message the following day from a heavily accented man who I believe said he needed to speak to me before approving my Xfinity request.  The caller ID did not indicate it had originated with Xfinity, and the town from which the call originated is a local high crime area (corporate security at the company for which I work is constanty dealing with mailing scams in the region).  It did not make me feel confident it was a legitimate call, so I did not respond.  I then went to the local Xfinity store to make my request.  The service agents there also agreed that what I was asking for could be done, but try as they could, they did not know how to accomplish it.  They eventually pushed my request up the chain via email, and sent me on my way.  I have not heard back.

 

So to recap, I have tried the Xfinity website, the chat bot, chat via a live person, and an in-person meeting, all with no resolution.  I am now turning to the forums in hope it attracts someone's attention who can at last help me.

Responses

Again

Expert

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25.8K Messages

5 m ago

@innisart 

Your issue has been escalated to the Comcast Corporate Team available to the Forums.  A member of that team will reply to your post as quickly as they are able, so check back often.
 
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy.

Regular Visitor

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3 Messages

5 m ago

Thank you @Again .   I hope it leads to something.

Regular Visitor

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3 Messages

5 m ago

In case this helps someone else, here are links to a few pages regarding the unlimited data option Xfinity offers.

 

"Can I Get Unlimited Data?" - https://www.xfinity.com/support/articles/exp-unlimited-data

 

On that page it says, "Enrollment in the Unlimited Data Plan is optional, and is available to all customers in locations with the 1.2 Terabyte Internet Data Usage Plan," and, "The Unlimited Data Option costs an additional $30 per month."

 

That page also offers a link to enroll in the Unlimited Data Plan : http://xfinity.com/buy/plan/checkout/XFINUDAT

 

I have followed that link and have enrolled (twice), but no change to my account despite it also saying on the "Can I Get Unlimited Data" page: "Enrollment goes into effect immediately upon signing up for the Unlimited Data option and applies to the entire month in which you sign up."  Instead I get repeated messages from Xfinity saying I have gone over my data cap.

 

Here is the link to a page titled, "How Do I Enroll in the Limited Data Option?" : https://www.xfinity.com/support/articles/exp-unlimited-enroll

 

On that page the same enrollment link I followed previously is listed.  It also has a link, "To find out if you’re in an area that has our Unlimited Data Option."  That link is: https://www.xfinity.com/support/internet/data-usage-find-area

 

That last link, however, returns a 404 "Page Not Found" error, but since "Enrollment in the Unlimited Data Plan is . . . available to all customers in locations with the 1.2 Terabyte Internet Data Usage Plan," then it would seem anyone affected by the data cap has this option available to them.

 

 

 

Official Employee

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2.9K Messages

5 m ago

Greetings, @innisart! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the experience you have gone through when trying to add unlimited data to your account. You have come to the right place! I can make sure it gets added to the account. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.

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